Wipro Hyderabad Hiring Production Agent L1 | Job ID 210065

Job Description

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Responsibilities

Support process by managing transactions as per required quality standards

• Field all incoming help requests from clients by telephone and/or email in a courteous manner
• Document all relevant end user details, including name, department, contact information and the nature of the problem
• Update your availability in the RAVE system to keep the process productive
• Record, track and document all queries received, the problem-solving steps taken and the total successful and unsuccessful resolutions
• Follow standard processes and procedures to resolve all client queries
• Resolve client queries within the SLAs defined in the contract
• Access and maintain internal knowledge bases, resources and FAQs to help resolve client issues effectively
• Identify and learn relevant product details to support better client interaction and troubleshooting
• Document and analyze call logs to spot the most frequent trends and prevent future problems
• Maintain and update self-help documents for customers to speed up resolution time
• Identify red flags and escalate serious client issues to the Team Leader when resolution is delayed
• Make sure all product information and disclosures are given to clients before and after calls or email requests
• Avoid legal challenges by complying with service agreements

Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

• Provide product support by diagnosing questions and guiding users through step-by-step solutions
• Help clients navigate product menus and understand product features
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Maintain logs and records of all customer queries as per standard procedures and guidelines
• Accurately process and record all incoming calls and emails using the designated tracking software
• Offer alternative solutions where appropriate to retain customers and their business
• Organize ideas and communicate clearly to suit the listener and situation
• Follow up with scheduled call backs to record customer feedback and ensure compliance with contract SLAs

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account

• Complete product trainings to stay current with product features, changes and updates
• Enroll in product-specific and other trainings per client requirements or recommendations
• Partner with team leaders to identify training themes and learning issues to better serve the client
• Update job knowledge through self-learning and by maintaining personal networks

Performance Measures

Process: Number of cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score and customer feedback.

Self-Management: Productivity, efficiency, absenteeism, training hours and number of technical trainings completed.